Concept development for realigning demand management and re-structuring general management of the customer





Public administration


Initial situation

  • A business model reorientation required a realignment of the demand management
  • The focal point were the processes to proceed demands for the main application system and all connected supporting systems
  • Goals: reduction of the number of demands and the adjunctive efforts from the business side and IT; standardized assessment and administration of the demands; creation of a holistic view on the demand management


  • Actual situation analysis of the demand management, including an analysis of all relevant processes, roles and the organization
  • Definition of guidelines based on the actual situation and the customer’s strategy
  • Conception of the new demand management based on the analysis results and the identified potential for optimization
  • Definition of a standard process to uniformly proceed demands
  • Definition of new roles and adjustment of already existing roles and tasks
  • Definition of the committee structure, escalation and communication matrix, including the adjustment of already existing committees
  • Classification of the new demand management into the existing and future corporate structure
  • Elaboration of an implementation plan to transfer the concept into the ongoing operation


  • Documented demand classifications, roles and committees
  • Documented process to proceed demands
  • Action plan to implement the concept
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